Director Consumer Experience

Are you a bold compassionate leader with a passion for transforming healthcare experiences Frederick Health is seeking a Director of Consumer Experience to lead our systemwide strategy for service excellence hospitality and patient advocacy. Reporting to the VP of Patient Care Services this role is ideal for someone who thrives in collaborative environments leverages data to drive outcomes and inspires teams to reimagine every consumer touchpointfrom the front door to discharge.

Were looking for someone with strong emotional intelligence a strategic mindset and a proven ability to turn vision into action. If youre ready to elevate care through empathy innovation and accountability we want to hear from you.

Join us in creating a healthcare experience that feels personal seamless and exceptional.

Apply now and help shape the future of care in our community.

Job Summary

The Director of Consumer Experience is responsible for shaping and driving a comprehensive systemwide strategy to ensure an exceptional first impression and overall experience for all consumers of our health system. Consumers include patients families visitors employees medical staff and volunteersensuring every touchpoint within the organization reflects our commitment to service excellence hospitality and safety.

Reporting to the Vice President of Patient Care Services the Director will act as a liaison across the health system to elevate consumer experience initiatives. They will engage teams at all levels fostering a culture of service responsiveness and continuous improvement while leveraging datadriven insights to drive a culture of hospitality safety and service transformation.

Service Excellence including patient grievance/quality improvement discharge phone call RNs experience transformation and data analytics reports directly to this position.

Example of Essential Functions:

1 DataDriven Consumer Experience Transformation

a) Develop and execute a health systemwide consumer experience strategy and proactive interventions aligned with Frederick Healths mission and values to deliver a uniquely positive customer experience.

b) Reimagine the patient family and visitor experience through service innovation ensuring seamless access hospitality and communication.

c) Utilize patient experience data analytics (HCAHPS Press Ganey realtime feedback tools) to identify trends and drive targeted improvements.

d) Develop and monitor key performance indicators (KPIs) and scorecards tracking service quality consumer engagement and operational efficiency.

e) Foster a culture of accountability by linking patient experience metrics to operational and staff performance goals.

2 CrossFunctional Collaboration & Leadership Development

a) Partner with clinical operational and administrative leaders to embed consumercentric practices across all service lines and departments.

b) Drive systemwide initiatives that enhance the frontdoor experience ensuring a welcoming safe and efficient environment for patients and visitors. Ensures an exceptional Emergency Dept. experience.

c) Oversee hospitalwide service excellence programs including wayfinding and hospitality services.

d) Lead crossfunctional teams to identify and execute process improvements that optimize service responsiveness and patient engagement.

e) Partner with patient throughput initiatives to provide a seamless transition through all areas of the health system and throughout a hospital stay.

f) Provide coaching and strategic direction to department directors fostering a highperformance culture focused on service accountability and continuous improvement.

g) Collaborate with marketing and communications teams to highlight consumer experience improvements and engagement initiatives.

h) Engage with support services leadership to ensure a safe and welcoming environment by implementing industry best practices for food & nutrition environmental health and public safety.

i) Represent FH at the state level in service initiatives for Quality Based Reimbursement.

3 Patient Advocacy and Service Recovery

a) Ensure timely and regulatorycompliant responses to patient grievances and complaints adhering to The Joint Commission and CMS requirements.

b) Lead a structured approach to consumer feedback and service recovery addressing concerns with empathy and efficiency.

c) Champion initiatives to enhance discharge followups improving patient satisfaction and helping to reduce preventable readmissions.

d) Oversee leadership training programs focused on service recovery compassionate communication and consumercentric best practices.

e) Empower frontline teams with staff engagement strategies fostering ownership of the consumer experience that drives an easy and personal experience and prioritizes wellbeing enhanced engagement and accelerates satisfaction.

f) Facilitates Patient and Family Advisory Council to enhance and expand the program to increase customer feedback.

Interpersonal and Leadership Characteristics:

• Strong emotional intelligence with the ability to build trust and inspire confidence across all levels of the organization.
• Exceptional communication and active listening skills ensuring clear compassionate and effective interactions with patients families and staff.
• Collaborative leadership style fostering teamwork inclusion and crossdepartmental partnerships to achieve shared goals.
• Strategic thinking and problemsolving abilities with a focus on innovative solutions that enhance consumer experience and operational efficiency.
• Adaptability and resilience maintaining composure and effectiveness in highpressure situations.
• Empathy and advocacy championing the voices of patients and families while supporting staff in delivering compassionate care.
• Strong mentorship and coaching skills dedicated to developing future leaders and fostering a culture of continuous learning and improvement.

Minimum Education Training and Experience Required:

• Bachelors degree required Masters degree in Healthcare Administration Business Hospitality or related field preferred.
• 7 years of progressive leadership experience in healthcare administration hospitality consumer experience or operational leadership.
• Demonstrated success in customer service/patient experience outcomes.
• Strong background in managing complex multidepartmental programs or large diverse teams.
• Experience leveraging data analytics to drive operational and cultural change.
• Certification in Patient Experience Leadership (CPXP) Lean Six Sigma or change/project management preferred.

Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

Performance of job does not require patient contact

Physical Demands:

Sedentary Light Work Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes). While work is mostly done sitting a certain amount of walking or standing is often necessary.

Caring for you as you care for the CommUNITY

Frederick Health offers a comprehensive and affordable benefits package. Health Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your familys needs. Life insurance ShortTerm Income Replacement and LongTerm Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.

Pay is based on experience skills and education. If position is parttime salary will be prorated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. NonExempt positions may have shift differential and/or Overtime paid if applicable.

Salary Range: $118684.80 $189904.00

Required Experience:

Director